Download TCS Proactive Service Management Solution

TCS Proactive Service
Management Solution
Telecom
In this hyper connected world, an astronomical amount of data is being generated from various touch
points. At the same time, digital consumers expect a superior quality of service and are ready to switch
loyalties for better services. With cut-throat competition in the digital consumer economy, CSPs need to
ensure flawless service delivery and experience to capture consumers’ mindshare. This makes it
imperative to proactively manage issues, instead of fixing problems once they have surfaced.
Tata Consultancy Services’ (TCS’) Proactive Service Management (PSM) Solution uses real-time data
aggregated from various network elements to anticipate potential service outages. With our predictive
algorithm, you can identify problems that translate to service degradation in advance and initiate
proactive measures to prevent negative experiences. Such flawless service delivery ensures enhanced
customer satisfaction.
Overview
Benefits
CSPs find it challenging to convert the huge amount of data
generated by network devices into meaningful and actionable
insights. The prevalent siloed approach does not give CSPs
a simplified ‘single source of truth’ regarding products, assets,
and customers. Businesses are unable to accurately map network
data to service degradation factors, making it difficult to understand
cause-and-effect relationships. Constrained by this suboptimal
visibility into the factors causing service disruptions, CSPs are unable
to notify customers about possible service degradation.
The solution offers communications service providers several
benefits that include:
TCS’ PSM solution aggregates system logs from various network
elements in a Big Data environment in real-time and ensures data
quality management based on certain business rules. The solution
analyzes the collated data though a predictive algorithm, which
also examines the transition stages of network devices prior to
failure. Based on an error profiling, the algorithm flags all devices
and associated services that have a high probability of failure.
The self-learning algorithm continuously tracks device transition
patterns, and adapts itself accordingly. By delivering actionable
insights on factors that could cause service problems, the solution
empowers CSPs to proactively address consumer problems.
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Proactive customer engagement: Notify customers in advance,
when a device failure is predicted, and assure them of the
corrective measures being taken
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Promote partner products: Recommend partner products
depending on customer preferences; CSPs can become a
one-stop shop for seamlessly delivering partner products
and services to end users
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Enhanced customer satisfaction: Boost your net promoter score
(NPS) through provisioning of flawless services for your existing
customers and new customers; reduce churn rate through
differentiated and superior service delivery and management
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Reduced contact center costs: Minimize the number
of customer grievances on account of service degradation
and realize significant savings related to your customer
service operations
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Enhance
Customer
Engagement
Elevate
Customer
Experience
Ensure flawless service
delivery across channels
Excel as
a Partner
Digital Channels
Insight Derivation Engine
Predictive Models
Device Error Profiles
Easily provision partner products
and services with service assurance
Network Profile
Attribute Binding & Correlation
Service Profile
Collaboration
Platform
Service Action Manager
Proactively address service
and experience related issues
Field Force
Equipment
Manufacturers
Customer Profile
Device Profile
Attribute
Classification
Generate network
and device profiles
Big Data Repository
Attribute
Mining
Data
Classification
Device Logs
Network Logs
Inventory Logs
Order Logs
An overview of TCS' Proactive Service Management Solution
The TCS Advantage
Contact
The unique advantages of TCS’ Proactive Service Management
include:
Visit TCS’ Telecom unit page for more information
Email: [email protected]
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Digital domain expertise: We offer more than 50 digital
About Tata Consultancy Services Ltd (TCS)
Tata Consultancy Services is an IT services, consulting and business
solutions organization that delivers real results to global business,
ensuring a level of certainty no other firm can match. TCS offers a
consulting-led, integrated portfolio of IT and IT-enabled
infrastructure, engineering and assurance services. This is delivered
through its unique Global Network Delivery ModelTM, recognized as
the benchmark of excellence in software development. A part of the
Tata Group, India’s largest industrial conglomerate, TCS has a global
footprint and is listed on the National Stock Exchange and Bombay
Stock Exchange in India.
technologies, and have a diversified patent portfolio comprising
over 200 patent filings and 26 patents. Over the years, TCS has
successfully executed thousands of digital transformation
engagements for clients worldwide.
TM
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TCS’ Digital Reimagination
model: We leverage the Digital
Five Forces - mobility and pervasive computing; Big Data and
analytics; social media; cloud computing; and artificial
intelligence and robotics to reimagine business processes and
models, products and services, and workplaces.
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Full service play: We help you drive business efficiencies by
For more information, visit us at www.tcs.com
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Business Solutions
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